Question 1

Rusty Black owns and manages a video rental store.It is not part of a chain,so Black has had to experiment with ways to get customers into his store and make them want to browse when they get there.He is thinking of specializing in science fiction/monster movies.Explain how Black could use the servicescape in a variety of strategic roles to increase store traffic.Provide specific examples of how the servicescape could perform the four different strategic roles.

Accepted Answer

The answer of Rusty Black owns and manages a video...

Question 2

All aspects of the organization's physical facility are collectively referred to as the:

Accepted Answer

A)  Servicespan 
B)  Service encounter arena 
C)  Servicescape 
D)  Service encounter place 
E)  Service ground

Question 3

For a physical evidence strategy to be effective,it must:

Accepted Answer

A)  Offer customization capabilities 
B)  Create departmental integration 
C)  Be linked clearly to the organization's overall goals and vision 
D)  Be blueprinted 
E)  Avoid creating negative ambient conditions

Question 4

The cracked and buckled pavement of the parking lot outside the superstore illustrates how physical evidence can assume the role of package.

Accepted Answer

A) True 
 B)False

Question 5

In terms of its servicescape complexity,The White Elephant,a restaurant that specializes in traditional Thai cooking is an example of a(n)_____ service environment.

Accepted Answer

A)  Tangible 
B)  Lean 
C)  Flexible 
D)  Open 
E)  Elaborate

Question 6

A hair salon designed to appeal to children does not use the standard salon furniture.Instead,children sit on carousel horses to get their haircuts.Large TV monitors strategically located throughout the salon show kid-targeted videos and cartoons are there to entertain the children.The child-friendly hair salon's servicescape services in what two capacities?

Accepted Answer

A)  A package and as a facilitator 
B)  A facilitator and as a boundary spanner 
C)  A differentiator and as a facilitator 
D)  A boundary spanner and as a differentiator 
E)  A socializer and as a facilitator

Question 7

The parking lot,the neon signs,the building exterior and the restrooms are all part of a servicescape for a nightclub.

Accepted Answer

A) True 
 B)False

Question 8

Are the referee uniforms,the wide aisles,the racks and counters and the scoreboards all part of the servicescape at a Foot Locker store?

Accepted Answer

The answer of Are the referee uniforms,the wide aisles,the racks...

Question 9

_____ conditions include background characteristics of the environment such as temperature and lighting.

Accepted Answer

A)  Ergonomic 
B)  Holistic 
C)  Physiological 
D)  Ambient 
E)  Environmentally-driven

Question 10

The servicescape can play many strategic roles simultaneously.List them.

Accepted Answer

The answer of The servicescape can play many strategic roles...

Question 11

The spatial layout and functionality are most important for interpersonal services environments.

Accepted Answer

A) True 
 B)False

Question 12

The Apple Store's clean,open spaces and white walls create a modern feel and draw all of the customer's attention to relatively few products on display.The Apple Store's servicescape is playing what strategic role?

Accepted Answer

A)  Package 
B)  Boundary spanner 
C)  Differentiator 
D)  Facilitator 
E)  Socializer

Question 13

Based on servicescape usage,a convenience store is a(n)_____ environment.

Accepted Answer

A)  Self-service 
B)  Vertical service 
C)  Remote service 
D)  Flexible service 
E)  Interpersonal services

Question 14

Supermarkets know that most senior citizens shop on Wednesday,so the music that day is mostly big band sound from the 1940s.Which environmental dimension of the servicescape are the supermarkets using?

Accepted Answer

The answer of Supermarkets know that most senior citizens shop...

Question 15

Which of the following service organizations has an elaborate environment?

Accepted Answer

A)  Six Flags over Texas 
B)  Dave's Dry Cleaners 
C)  Nancy's Nails 
D)  The Cutting Edge Hair Salon 
E)  New Attitudes Car Wash

Question 16

If Maeve has to go on a business trip,she will not fly out of the airport in Atlanta,Georgia,because it is so large and has so many people who are in a hurry to get somewhere.Instead she chooses one of the smaller airports a couple of hours away.Maeve's reaction to the airport in Atlanta is a(n)_____ behavior.

Accepted Answer

A)  Social interaction 
B)  Elimination 
C)  Avoidance 
D)  Approach 
E)  Cognitive

Question 17

In terms of servicescape complexity,which of the following is a lean service environment?

Accepted Answer

A)  ATM machine 
B)  Fred Astaire Dance Studio 
C)  Vanderbilt University Hospital 
D)  Microtel Inns & Suites 
E)  Delta Air Lines

Question 18

Based on the Framework for Understanding Physical Environment-User Relationships,browsing in a retail store is a(n):

Accepted Answer

A)  Internal response moderator 
B)  Individual behavior 
C)  Cognitive response 
D)  Servicescape dimension 
E)  Internal response

Question 19

The first step in developing an effective physical evidence strategy is to:

Accepted Answer

A)  Map the physical evidence of the service 
B)  Assess and identify physical evidence opportunities 
C)  Clarify roles of the servicescape 
D)  Recognize the strategic impact of physical evidence 
E)  Update and modernize the physical evidence

Question 20

To reach business travelers (its largest market)Canadian Airline has installed gate-side business centers where tired business travelers can enjoy a hot shower or sit in massage chairs and listen to soothing music.These amenities are examples of which composite dimension of servicescapes?

Accepted Answer

A)  Spatial layout 
B)  Signs 
C)  Artifacts 
D)  Ambient conditions 
E)  Functional forms

Exam 10: Physical Evidence and the Servicescape

All aspects of the organization's physical facility are collectively referred to as the:

For a physical evidence strategy to be effective,it must:

The cracked and buckled pavement of the parking lot outside the superstore illustrates how physical evidence can assume the role of package.

In terms of its servicescape complexity,The White Elephant,a restaurant that specializes in traditional Thai cooking is an example of a(n) _____ service environment.

The parking lot,the neon signs,the building exterior and the restrooms are all part of a servicescape for a nightclub.

Are the referee uniforms,the wide aisles,the racks and counters and the scoreboards all part of the servicescape at a Foot Locker store?

_____ conditions include background characteristics of the environment such as temperature and lighting.

The servicescape can play many strategic roles simultaneously.List them.

The spatial layout and functionality are most important for interpersonal services environments.

The Apple Store's clean,open spaces and white walls create a modern feel and draw all of the customer's attention to relatively few products on display.The Apple Store's servicescape is playing what strategic role?

Based on servicescape usage,a convenience store is a(n) _____ environment.

Supermarkets know that most senior citizens shop on Wednesday,so the music that day is mostly big band sound from the 1940s.Which environmental dimension of the servicescape are the supermarkets using?

Which of the following service organizations has an elaborate environment?

In terms of servicescape complexity,which of the following is a lean service environment?

Based on the Framework for Understanding Physical Environment-User Relationships,browsing in a retail store is a(n) :

The first step in developing an effective physical evidence strategy is to:

To reach business travelers (its largest market) Canadian Airline has installed gate-side business centers where tired business travelers can enjoy a hot shower or sit in massage chairs and listen to soothing music.These amenities are examples of which composite dimension of servicescapes?